Company Profile:

At Ericsson you’ll have a unique opportunity. The chance to use your skills and imagination to push the boundaries of what’s possible. To create never-seen-before solutions to some of the world’s toughest problems. You’ll be challenged. But you won’t be alone. You’ll be part of a team of like-minded innovators, all driven to go beyond the status quo to build what comes next. At Ericsson you can be an explorer, a change maker and a force for good.

Job description:

Our Exciting Opportunity:

We are now looking for a Support Engineer that will provide technical service and support to our customers. In this role, you will troubleshoot and resolve problems to stabilize and optimize customer networks. You will configure and integrate different nodes and solutions in new and live customer networks.
The Support Engineer typically interacts with customer technical staff, operation managers, service engineers and other groups within the Service Delivery organization. You may also interact with groups in sales, R&D, 3rd party suppliers and local authorities.

Ericsson Software Defined Infrastructure (SDI) provides hardware management in Ericsson cloud infrastructure solutions. It manages all hardware (Computing, Networking & Storage ) in a common pool from a single integration point with a common set of skills, tools and procedures which creates operational efficiency.

You will bring

• Data center Management of large scale IT infrastructure 

• Data center Hardware ( example Dell - R630, R730 , HP - DL 360, DL 380, Fujitsu ) 

• Troubleshooting experience on  L2 and L3 network protocols)                                                                                                                      • Familiarity with OS networking and  Linux  Administration
• IP Networking  knowledge  (switching/routing/firewall
•  Cloud networking , Network Virtualization

• Network Trouble Shooting experience

• Extreme/Pluribus/Cisco switches/routers knowledge 
• Experience on L2 or L3 Switching Fabrics
• Scripting languages (Python, Shell, Perl etc.)
• Understanding of standards in cloud domain.
• Software defined Storage – Nexenta
• Dockers/containers using Linux.
 

Ericsson product to be primarily supported

• Software Defined Infrastructure ( SDI)

To be successful in the role you must have

Responsibilities & Tasks

• To investigate, troubleshoot, deliver remedy & restorations and produce solutions to customer support tickets , CSRs (Customer Service Requests).                                                                                                                             • To work within well-defined system support guidelines.
• To participate in software upgrades and updates
• Should be able to use support tools for ticket handling.
• To ensure customer satisfaction with the performance of installed systems by successful handling all reported  technical problems.
• Provide regular progress updates in the support system for each assigned support issue.
• Through contact with external customers and internal support functions gather data and information about any specific problem that has been reported
• Actively engage in communication with other engineers for the purpose of knowledge sharing etc.
• Escalation of support tickets to next level of competence units. If the CSR cannot be answered/solved within the time limit .
• Evaluation of answers and solutions received from higher competence units to verify that the answer/ solution will clear the problem reported by the customer.
• In the line of supporting our products, identify possible improvements to the products that will make them more maintainable and user friendly. Document these possible improvements in Requirement Specifications as input to the design of new generations of the products.
• Registration of new known solutions and updating of existing known solutions based on the answers / solutions developed within own Line-organization or received from elsewhere.
• Providing Suggestions in developing Operation & Maintenance instructions .                                                     • Isolate the product faults and raise it to Product Design. Support design unit to reproduce the fault and evaluate the final fix provided.
• May need to work in shifts and Emergencies Support rota.
• To lead and execute the implementation of new software releases on test labs .
• Writing documents for fault analysis/ RCA along with required preventive and corrective actions.
• Strong analytical skills.
• 24*7 availability as per support guidelines.